Technical Account Manager

Reality Defender; New York (NY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Healthcare coverage

Dental & Vision

Disability & Life

401k

Equity

PTO 20 days

Parental Leave 12 weeks

Learning budget

Wellness benefits

Annual offsite

In-office lunch

Commuter benefits

Remote Fridays

Local events

Job summary

Reality Defender is seeking a Technical Account Manager to be the technical backbone of our enterprise customer relationships. You will own onboarding, API integration setup, and ongoing health for a portfolio of accounts, coordinating with Engineering and Product to ensure confidence in our platform.

You will translate model behavior for customers, handle escalations end-to-end, and help scale the relationship with documentation and runbooks.

Qualifications

• You have 4+ years in a technical account management, solutions engineering, or senior technical support role, ideally with API-based or ML/AI products.
• You can independently stand up an API integration — auth, webhooks, sandbox/test calls — with debugging skills.

Responsibilities

• Own onboarding, integration support, and ongoing technical health for a portfolio of customer accounts
• Set up and configure customer integrations directly — API auth, webhooks, sandbox environments
• Reproduce and diagnose integration failures — tracing API calls, logs, and traces, root-cause
• Translate model behavior into plain language for customers — explain confidence scores and edge cases
• Drive technical escalations end-to-end with Engineering and clear expectations
• Write and debug integration code snippets to unblock a fix
• Build documentation, runbooks, and integration guides to scale the relationship
• Flag at-risk accounts early to prevent trust or retention issues
• Collaborate with Product/Engineering to turn field patterns into actionable input
• Support pre-sales and renewal conversations with technical credibility

Skills

API integrations

ML/AI familiarity

Relationship management

Postman

Python scripting

Tools

Postman

Job description

Who we are.

Reality Defender is an award-winning cybersecurity company helping enterprises and governments detect deepfakes and AI-generated media. Utilizing a patented multi-model approach, Reality Defender is robust against the bleeding edge of generative platforms producing video, audio, imagery, and text media. Reality Defender's API-first deepfake detection platform empowers teams and developers alike to identify fraud, disinformation campaigns, and harmful deepfakes in real time.

Backed by world class investors including DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, Reality Defender works with leading enterprise clients, financial institutions, and governments in order to ensure AI-generated media is not used for malicious purposes.

YouTube: Reality Defender Wins RSA Most Innovative Startup

The Technical Account Manager Role.

Reality Defender is hiring a Technical Account Manager to be the technical backbone of our customer relationships. This role reports to the Director of Customer Success and works closely with Engineering and Product to keep our enterprise, financial, and government customers confident in what our platform tells them. You'll own the technical health of a portfolio of accounts — from onboarding and integration through ongoing support — and you'll be a critical link between what customers experience in the field and what we build next.

Responsibilities include:

• Own onboarding, integration support, and ongoing technical health for a portfolio of customer accounts

• Set up and configure customer integrations directly — API auth, webhooks, sandbox environments

• Reproduce and diagnose integration failures — tracing API calls, reading logs and stack traces, isolating whether an issue is customer-side config, network/infra, or a product bug

• Translate model behavior into plain language for customers — explaining confidence scores, detection limitations, and edge cases clearly and accurately

• Drive technical escalations end-to-end, coordinating with Engineering and setting clear expectations with customers until resolution

• Write and debug integration code snippets to unblock a stuck implementation or demonstrate a fix

• Build documentation, runbooks, and integration guides that reduce repeat questions and let the relationship scale beyond you

• Flag at-risk accounts early, before a technical issue becomes a trust or retention issue

• Partner with Product and Engineering to turn field patterns — false positives/negatives, integration friction, feature gaps — into actionable input

• Support pre-sales and renewal conversations with technical credibility when needed

• Contribute to internal enablement so the broader CS team can handle more technical questions without escalation

Who you are.

• You have 4+ years in a technical account management, solutions engineering, or senior technical support role, ideally with API-based or ML/AI products

• You can independently stand up an API integration — auth, webhooks, sandbox/test calls — and debug it when it breaks, using tools like Postman/curl, log traces, and basic scripting (Python or similar). You don't wait for engineering to tell you where the failure is; you find it first.

• You have a track record of owning relationships with both technical and non-technical stakeholders at the same account

• You've worked cross-functionally with engineering and product, and you know how to turn complaints into signal they can act on

• You have good judgment under ambiguity — you're often the first to know something's wrong before there's a clean explanation for it

Preferred, but not required:

• You have a background in trust & safety, security, fraud, or content moderation

• You have experience with computer vision, ML model behavior, or working alongside data science teams

• You've built or debugged a webhook-based integration, OAuth/API key flow, or SDK implementation from scratch

• You've worked at a startup where you built the process rather than inherited one

What we offer.

Reality Defender offers the following benefits to all our employees, regardless of location:

• Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents

• Dental and Vision plans with 100% premium coverage for employees and their dependents

• Short/Long-term disability and life insurance plans with 100% premium coverage for employees

• FSA/HSA and 401k programs

• Equity compensation

• 20 days of PTO per year

• 12 weeks of Parental Leave

• Learning and Development budget

• Monthly wellness benefits

• Annual company-sponsored offsite

For employees working from Reality Defender's HQ in NYC, we offer the following benefits:

• Daily in-office lunch through UberEats

• Commuter benefits

• Remote Fridays

• Happy Hours and other local events